AI-Driven Experience Transformation in Transportation & Mobility

The transportation and mobility sector is undergoing a seismic shift, fueled by artificial intelligence (AI), digital ecosystems, and rapidly evolving customer expectations. As electrification and digitalization become industry imperatives, organizations are reimagining their operations, business models, and customer engagement strategies. Publicis Sapient stands at the forefront of this revolution, helping original equipment manufacturers (OEMs), mobility providers, and partners unlock new value through AI-driven, human-centered innovation.

The New Mobility Landscape: Electrification, Ecosystems, and Experience

The rise of electric vehicles (EVs), the proliferation of new mobility services, and the demand for seamless digital experiences are fundamentally reshaping the industry. Electrification requires not only new infrastructure and business models but also innovative ways to engage and support customers throughout the vehicle lifecycle. Mobility is no longer about vehicles alone—it’s about creating interconnected digital platforms that serve drivers, passengers, and partners alike.

Publicis Sapient addresses these challenges by integrating its SPEED capabilities—Strategy, Product, Experience, Engineering, and Data & AI—into every engagement. This holistic approach ensures that transformation is not just technological, but also strategic and human-centered, enabling organizations to:

Embrace electrification and new mobility models
Build and scale digital ecosystems
Deliver differentiated, hyper-personalized experiences
Achieve operational excellence through AI and data

AI as a Catalyst for Operational Excellence and Customer Delight

At the heart of Publicis Sapient’s approach is the belief that AI should enhance, not replace, the human element. By keeping people in the loop, AI solutions are designed to:

Optimize Operations: AI-driven platforms streamline processes, improve efficiency, and enable data-driven decision-making across the mobility value chain. Predictive maintenance, intelligent supply chain management, and automated customer support are just a few examples of how AI is driving operational excellence.
Create New Value Propositions: Through digital ecosystems, organizations can unlock new revenue streams and foster collaborative networks. AI enables the orchestration of complex mobility services, from shared mobility to in-vehicle commerce, creating new opportunities for growth.
Deliver Exceptional Experiences: Personalization, real-time engagement, and intuitive interfaces ensure that every interaction—whether with a driver, passenger, or partner—is meaningful and memorable. AI-powered customer data platforms (CDPs) and marketing automation tools enable 1:1 engagement at scale, driving loyalty and lifetime value.

SPEED in Action: Strategy, Product, Experience, Engineering, Data & AI

Publicis Sapient’s SPEED model is the foundation for delivering end-to-end transformation:

Strategy: Guiding clients through the complexities of electrification, digital business models, and regulatory change.
Product: Designing and launching digital products and services that meet evolving customer needs.
Experience: Creating seamless, omnichannel journeys that delight customers and differentiate brands.
Engineering: Building robust, scalable platforms with global delivery capabilities and deep technology partnerships.
Data & AI: Harnessing the power of data to drive insights, automation, and hyper-personalization.

Real-World Impact: Renault Plug Inn and Beyond

A standout example of AI-driven transformation is the award-winning Renault Plug Inn platform. Developed in partnership with Publicis Sapient, Plug Inn is a peer-to-peer network that connects EV drivers across France to a vast network of home and business charging stations. By leveraging AI and experience design, Plug Inn not only solves a critical infrastructure challenge but also creates a new ecosystem of value for drivers, hosts, and the broader mobility community.

Publicis Sapient’s engineering leadership ensures that solutions like Plug Inn are robust, scalable, and future-ready. Strategic partnerships with technology leaders empower clients to accelerate IT modernization, automate processes, and deliver personalized experiences at scale. For example, by consolidating and analyzing online car shopping data from over 100 countries, one automaker achieved a 900% increase in test drives and improved conversion rates.

AI and Salesforce: Powering Differentiated Value

The integration of AI with Salesforce platforms is a key enabler of operational excellence and differentiated value for OEMs and mobility providers. Salesforce’s suite—including Marketing Cloud, Commerce Cloud, and Customer Data Platform—enables:

1:1 Customer Engagement: Unified customer data powers personalized offers, communications, and experiences across channels.
Remote and Omnichannel Selling: Seamless transitions between online and offline touchpoints empower customers to start their journey anywhere and complete it everywhere.
Operational Efficiency: Integrated platforms streamline sales, service, and aftersales processes, reducing friction and improving satisfaction.
Regulatory Compliance: Robust data management and privacy features help brands navigate complex regulatory environments, particularly in Europe.

Publicis Sapient’s expertise in integrating Salesforce with broader technology stacks ensures that clients can maximize the value of their digital investments, adapt to regional nuances, and scale innovation globally.

The Road Ahead: Partnering for Sustainable, Human-Centered Mobility

As the transportation and mobility sector accelerates toward an AI-powered future, the need for partners who can deliver both innovation and operational excellence has never been greater. Publicis Sapient’s blend of visionary leadership, deep industry expertise, and proven SPEED capabilities positions it as a trusted advisor for organizations seeking to future-proof their operations and customer engagement strategies.

The future of transportation and mobility is being shaped today—by those who harness the power of AI to create value for people, businesses, and society. Publicis Sapient is proud to lead this transformation, helping clients move from imagination to realization in the age of digital mobility.

Ready to transform your transportation or mobility business? Connect with Publicis Sapient’s experts to start your journey toward AI-driven experience excellence.